Level 2 Technology Support Specialist

This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and many different industries. The Level 2 Technology Support Specialist will be responsible for the administration and internal support of the Customer's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. This position will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations.

DUTIES AND RESPONSIBILITIES : Core duties and responsibilities include the following. Other duties may be assigned.

Honest, self-motivated, professional, team player

Travel to client offices when needed

Exceptional customer service skills, organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision

Ability to learn new technology quickly

Able to constantly balance multiple tickets and request in high pressure situations and will take escalations from Level 1 Technicians

Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution

Provides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systems

Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)

Assists with planning for and responding to client project needs when applicable

Answer client calls and create detailed tickets

Escalate tickets to the appropriate engineer when needed.

Remote/ On-site troubleshooting of level 2 issues such as desktop hardware failures.

Will be responsible for taking calls on an On-Call rotation.

Punctuality is required

Provide helpdesk support and resolve problems to the end user's satisfaction

Monitor and respond quickly and effectively to requests received through from phone calls or email to ticketing system

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstation

Utilize and maintain the helpdesk tracking software

Document internal procedures

Assist with onboarding of new users

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

Install, test, and configure new workstations, peripheral equipment, and software

Maintain inventory of all equipment, software, and software licenses

Report issues to the NOC for escalation

Manage PC setup and deployment for new employees using standard hardware, images, and software

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

SUPERVISORY RESPONSIBILITIES: None

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner

Gathers and analyzes information skillfully

Develops alternative solutions

Customer Service

Manages difficult or emotional customer situations

Responds promptly to customer needs

Responds to requests for service and assistance

Meets commitments

Interpersonal Skills

Maintains confidentiality

Listens to others without interrupting

Keeps emotions under control

Oral Communication

Speaks clearly and persuasively in positive or negative situations

Listens and gets clarification

Responds well to questions

Written Communication

Writes clearly and informatively

Able to read and interpret written information

Quality Management

Looks for ways to improve and promote quality

Demonstrates accuracy and thoroughness

Business Acumen

Understands business implications of decisions

Aligns work with strategic goals

Ethics

Treats people with respect

Keeps commitments

Inspires the trust of others

Works with integrity and ethically

Upholds organizational values

Organizational Support

Follows policies and procedures

Completes administrative tasks correctly and on time

Supports organization's goals and values

Strategic Thinking

Develops strategies to achieve organizational goals

Understands organization's strengths & weaknesses

Judgment

Displays willingness to make decisions

Exhibits sound and accurate judgment

Supports and explains reasoning for decisions

Includes appropriate people in decision-making process

Makes timely decisions

Motivation

Sets and achieves challenging goals

Demonstrates persistence and overcomes obstacles

Planning/Organizing

Prioritizes and plans work activities

Uses time efficiently

Plans for additional resources

Sets goals and objectives

Organizes or schedules other people and their tasks

Professionalism

Approaches others in a tactful manner

Reacts well under pressure

Treats others with respect and consideration regardless of their status or position

Accepts responsibility for own actions

Follows through on commitments

Quality

Demonstrates accuracy and thoroughness

Looks for ways to improve and promote quality

Completes work in a timely manner

Attendance/Punctuality

Is consistently at work and on time

Dependability

Follows instructions, responds to management direction

Takes responsibility for own actions

Keeps commitments

Commits to long hours of work when necessary to reach goals

Innovation Meets challenges with resourcefulness

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must occasionally lift and/or move up to 60 pounds. Employee is required to maintain a valid driver's license with reliable transportation.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment.

Qualification

Associate Degree